Viewing data and testing team measurements
You can use the SLM:TeamMeasurement form to view the amount of time a team spends on a request.
Descriptions for each of the main fields are as follows:
- SLA_InstanceID—Unique ID used internally to identify a service target.
- Object ID 1—Object ID of the service target form.
- GoalUnits_ToBeDeleted—Number of goals/units you want to delete.
- Application_InstanceID—Request ID, or any unique field used to identify the application records, such as instanceId from Incident.
- Object ID 2—Object ID of the application form name.
- Application User Friendly ID—Internal enumeration number.
General tab
The following table describes the fields on the General tab.
Field | Description |
|---|---|
SLA Name | Title of the service target. |
SLA_SLA ID | Internally generated ID. For example, "SLM00175," which is assigned by BMC SLM and displayed when you save a service target. |
App Instance Name | Application instance name. |
App Object Name | Datasource form name. For example, SLM:ServiceRequest or HPD:Help Desk. |
Team Assignment | Value of the field as entered on the ticket (for the field which you designate while configuring the data source as "Field Containing Record Assignment"). Typically, this is the field on which team assignments are determined. If a ticket moves from Team A to Team B (or within a team from one member to another member), the value of this field will change from Team A to Team B. |
Goal Type | Request-based Availability Event-Monitoring Performance-Monitoring |
Applicable SLA Type | Standard SLA, Threshold SLA, Event Monitoring SLA, or blank. |
MeasurementType | Regular, Aggregate, or blank. |
MeasurementStatus | Progress (status) of a service target for a request. The status can be Attached, In Process, Pending, Met, Missed, Invalid, Missed Goal, or Detached. |
SLA Goal Category Char | Description of the SLA Goal category. |
Parent Flag | Yes or No. |
MeasurementDone | When a ticket moves from one Team/Assignee to another one, the earlier Team Measurement record is marked as "measurement done = yes"; whereas, newly created Team Measurement record for the new Team/Assignee would be "no." |
Ticket Is Missed? | True or False. It is true if the specified goal of the service target is not attained during the goal time. |
Deleted | True or False. |
ParentStartTime | For the first Team Measurement record, it is the value of "UpStartTime" from the SLM:Measurement record. When the team assignment changes for the second team measurement record, it is when the assignment is complete. For example, when the second team measurement starts. |
ParentStopTime | When the assignment changes from Team A to Team B, in which case it is the stop time for the first team; whereas, for the second team it will remain blank. |
ParentTotalElapsedTime | Duration between ParentStopTime and ParentStartTime in seconds when ParentStopTime is assigned. |
Time Hour | ParentTotalElapsedTime / 3600. |
Time Minutes | ParentToalElapsedTime - (Time Hour * 3600) / 60. For example, the minute portion of ParentTotalElapsedTime. |
Time Seconds | ParentTotalElapsedTime - (Time Hour* 3600) - (Time Minutes * 60). For example, the second portion of ParentTotalElapsedTime. |
To test a team measurement
The following steps describe how you can test the team measurements you created to ensure they work correctly. In the example below, the team measurement was set up on the HelpDesk form and the field configured in the Field Containing Record Assignment field was the Assignee field.
- Create an incident.
- Set the Assignee field, and submit the incident.
- Edit the incident, and update the Assignee field to a different user.
- Run the SLA Team Assignment report.
- View the results of the report.
The results show that the incident assignee has changed.